Refund policy

Our returns policy is in addition to your rights under the Australian Consumer Law. We want you to be satisfied with your purchase.

Change of Mind — Returns & Exchanges

Returns must be initiated within 10 calendar days of receiving your item. To be eligible, you must provide your original receipt or online tax invoice as proof of purchase, and items must be returned in original, resalable condition.

The following costs will be deducted from your refund:

• 20% restocking fee on the order value
• Return postage costs
• Original postage cost (minimum $19.95 if free shipping was selected)

Note: The original postage charge reflects the actual cost of shipping, which is often higher than the flat rate or free shipping offered at checkout.

Refunds for change-of-mind returns are issued as store credit only, not cash.

Repairs & Replacements

Goods presented for repair may be replaced by refurbished goods of the same type. Refurbished parts may also be used to repair goods.

Australian Consumer Law Guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. For minor failures, you are entitled to have goods repaired or replaced if they fail to be of acceptable quality.

Damaged in Transit

If your item arrives damaged, contact us immediately. You may be asked to provide photographs. Goods damaged in transit must be taken to Australia Post for assessment under their insurance policy.

Condition Assessment

Onset Health Services reserves the right to assess the condition and age of returned goods prior to providing a repair, exchange, or refund. This may result in a repair, exchange, or refund being refused.

Return Address

Onset Health Services Parcel Collect 10149 65286 277 William St, Melbourne VIC 3000

📞 0487 454 445 | info@onsethealth.org | Mon–Fri, 9am–6pm AEST

⚠️ By sending items to this address without first contacting us, you confirm that: (1) your return is within the 10-calendar-day delivery window; (2) you agree to cover the original postage cost and the 20% restocking fee; and (3) you accept full responsibility for all return shipping costs. We no longer arrange return labels — the buyer is responsible for organising and covering return shipping.